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Q1. A technician is noticing extremely slow performance on a computer and would like to see what application is consuming resources. Which of the following tools should the technician use to view the system performance?
A. msconfig
B. Task Manager
C. Event Viewer
D. netmon
Answer: B
Q2. A network administrator notices a new WiFi connection has appeared as a wireless network choice and is always at the top of the list. As a result, users are constantly trying to connect to the wrong network. Which of the following should the administrator do to correct this issue?
A. Adjust the wireless router antennas to 90 degrees clockwise from the current position.
B. Ask the new wireless network owner to adjust the radio power level so it is listed below the company’s network.
C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
D. Change the company’s channel to a lower number than the new network’s channel.
Answer: C
Q3. After installing a critical update from Windows Update, a user accidentally types an incorrect URL into the browser and malware is automatically installed. The malware disables the computer’s antivirus software and Internet connection. Which of the following would be the BEST tool to remove the malware without risking loss of the user’s data?
A. Run System Restore
B. Reinstall Windows with the Repair Option
C. Reinstall Windows on top of itself
D. Run System File Checker
Answer: A
Q4. A user wants to be able to access email from all devices. Which of the following formats should be used to allow this synchronization?
A. SMTP
B. iCal
C. POP3
D. IMAP
Answer: D
Q5. A customer has made several trouble calls to the help desk and is very irate. The
technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?
A. Communicate status with customer and ensure successful call transfer
B. Remain on the line until the issue is resolved
C. Inform the customer that the issue cannot be resolved at this level
D. Tell customer that patience will be needed
Answer: A
Q6. A user calls the helpdesk reporting that when accessing the company portal, it redirects to an unfamiliar website. Which of the following steps would the technician take to resolve this issue using best practices?
A. Identify symptoms, quarantine infected system, and create restore point.
B. Quarantine infected system, identify symptoms, and create restore point.
C. Identify symptoms, educate end user, and create restore point.
D. Create restore point, identify symptoms, and quarantine infected system.
Answer: A
Q7. A user has downloaded and installed a browser add-on that causes the browser to hang. The PC has very slow system response when rebooted. Which of the following should a technician do to troubleshoot this problem?
A. Run System Restore, update antivirus program, and run an antivirus scan.
B. Remove all Internet temporary files, run an antivirus scan, and reboot using Last Known Good Configuration.
C. Remove all temporary files, turn off System Restore, update and run an antivirus scan.
D. Run an antivirus scan, Run Disk Cleanup, and reboot into Safe Mode.
Answer: C
Q8. DRAG DROP
Drag and drop the following Windows Versions to the correct feature on which they are found. Windows Versions may be used more than once.
Answer:
Q9. Which of the following best practices is used to fix a zero-day vulnerability on Linux?
A. Scheduled backup
B. Scheduled disk maintenance
C. Patch management
D. Antivirus update
Answer: C
Q10. A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced?
A. Virus infection
B. Man-in-the-middle attack
C. Phishing attack
D. Malware infection
Answer: A
Q11. A technician is fixing a very slow computer. Antivirus and Malware programs have been run, and some detections have been removed. After running Disk Cleanup, the system still seems to be slow, especially with multiple programs running. Which of the following should the technician do NEXT?
A. Run CHKDSK
B. Manually erase all cookies
C. Go back to the latest restore point
D. Run defrag
Answer: D
Q12. A PC technician notices that the printers deployed via a new Group Policy are not showing up on the workstation. Which of the following commands should be run on the PC?
A. extract
B. robocopy
C. gpupdate
D. tasklist
Answer: C
Q13. A new user reports trying to login to a workstation but, when pressing CTRL+ALT+DEL, they are asked for a PIN. Which of the following should be done NEXT?
A. Enter all passwords they have used in the past
B. Verify a smart card has been issued
C. Check the network cable
D. Reboot the computer
Answer: B
Q14. A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices?
A. IMAP
B. S/MIME
C. POP3
D. SMTP
Answer: A
Q15. A technician has successfully completed a gpupdate from a CMD box of a user’s PC and is ready to move to the next user. Which of the following is the appropriate NEXT step? (Select TWO).
A. View the CMD process in Task Manager
B. Type EXIT at the command prompt and press Enter
C. Minimize the CMD box to the taskbar
D. Click the “x” in the top right of the CMD window
E. Select Switch User on the PC
Answer: B,D